"Walked" by Westin Time Square on a PL deal
Jul 7th, 2008, 11:02 AM
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"Walked" by Westin Time Square on a PL deal
I have used PL for hotel rooms many many times and have posted many times in various threads. This was the very first time I got bumped. Here's what happened:
- 3 weeks ago, I got the Westin TS for $152/night on PL for 7/4-7/6. About $360 total with taxes and fees.
- I showed up at the Westin around 3pm 7/4 wearing my Tripadvisor cap. Reception took my DL, went to backroom and came back and said "Sorry we overbooked, and we'll put you at the Sheraton Towers". I said, "No way. Westin is 4* on PL, Sheraton is a 3*".
- She said, "No, you don't understand", and she found the manager to talk to me. "Mr. rkkwan, let me explain. We'll refund your first night, and you'll stay at the Sheraton tonite on us", and he handed me his card.
- My god, that's $180 to be refunded. Of course, that'd be fine by me. Then the reception pulled out $20 from the drawer for me to take the cab to the Sheraton and back. [I walked the 10 blocks north and one block east from 43/8th to 53/7th; took the E train next day back. So, I pocketed $18 there.]
- I asked what time I could come back. She said, anytime, we'd put you as a VIP, already checked-in. Whatever that meant, I thought.
- Got standard low floor room at Sheraton. It's an okay hotel, not much of a view.
- Got back to Westin around 11am on 7/5. They put me in a huge NE corner room on the 39th floor (out of 45)! I could see the Hudson, buildings to the north, and even the top 20 floors of the ESB! Bathroom has huge window. The HDTV there actually has HD programming, unlike the same set at the Sheraton which only has analog signals. [Of course, I'll post pictures later on.]
- They also gave me access to the Executive Lounge on the 8th floor. Didn't go for the hor d'oeuvres from 6-8pm, but I got the very nice breakfast next morning with smoked salmon and more. That must be worth $20.
- But there was more. Returning from the Met to my room in the early evening on the 5th, I found a tray sitting on the day couch. 2 bottles of Italian sparkling water and plates of cheeses and fruits. And a card apologizing for my inconvenience.
Amazing? Isn't it?
- 3 weeks ago, I got the Westin TS for $152/night on PL for 7/4-7/6. About $360 total with taxes and fees.
- I showed up at the Westin around 3pm 7/4 wearing my Tripadvisor cap. Reception took my DL, went to backroom and came back and said "Sorry we overbooked, and we'll put you at the Sheraton Towers". I said, "No way. Westin is 4* on PL, Sheraton is a 3*".
- She said, "No, you don't understand", and she found the manager to talk to me. "Mr. rkkwan, let me explain. We'll refund your first night, and you'll stay at the Sheraton tonite on us", and he handed me his card.
- My god, that's $180 to be refunded. Of course, that'd be fine by me. Then the reception pulled out $20 from the drawer for me to take the cab to the Sheraton and back. [I walked the 10 blocks north and one block east from 43/8th to 53/7th; took the E train next day back. So, I pocketed $18 there.]
- I asked what time I could come back. She said, anytime, we'd put you as a VIP, already checked-in. Whatever that meant, I thought.
- Got standard low floor room at Sheraton. It's an okay hotel, not much of a view.
- Got back to Westin around 11am on 7/5. They put me in a huge NE corner room on the 39th floor (out of 45)! I could see the Hudson, buildings to the north, and even the top 20 floors of the ESB! Bathroom has huge window. The HDTV there actually has HD programming, unlike the same set at the Sheraton which only has analog signals. [Of course, I'll post pictures later on.]
- They also gave me access to the Executive Lounge on the 8th floor. Didn't go for the hor d'oeuvres from 6-8pm, but I got the very nice breakfast next morning with smoked salmon and more. That must be worth $20.
- But there was more. Returning from the Met to my room in the early evening on the 5th, I found a tray sitting on the day couch. 2 bottles of Italian sparkling water and plates of cheeses and fruits. And a card apologizing for my inconvenience.
Amazing? Isn't it?
Jul 7th, 2008, 11:28 AM
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Problems are unavoidable when travelling, but when the service provider makes an effort to make things right, they can turn a potentially unhappy customer to a very satisfied one who'll remember that they were treated well.
Glad it worked out so nicely for you!
Glad it worked out so nicely for you!
Jul 7th, 2008, 11:40 AM
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Clearly, they run a smart business. They had my $180 in their bank weeks out, and when they can sell their rooms at a "regular" rate of $300 or more, and the huge Sheraton (same hotel group0 has rooms out there sitting empty anyways, it really makes sense for them to bump me. Everybody's happy.
Jul 7th, 2008, 11:43 AM
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Within the past year, I've gotten emails from Tripadvisor to get a cap, a day bag, and a t-shirt. Just need to reply to the email and give them my physical address.
Make sure you're receiving emails from them. If you tell them not to send you offers, you may not get the offers, even if you're a contributor.
I haven't written that many reviews. 18 so far, and have posted some "candid traveler's pictures", that's all.
Make sure you're receiving emails from them. If you tell them not to send you offers, you may not get the offers, even if you're a contributor.
I haven't written that many reviews. 18 so far, and have posted some "candid traveler's pictures", that's all.
Jul 7th, 2008, 02:48 PM
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TA offered the hats last year to its regular reviewers. I post reviews from most hotel stays and frequently post on the forums. It is a nice gesture, but I sure preferred getting all the guidebooks from Fodors.
I guess $329 is the rack rate there.
Jul 9th, 2008, 06:51 AM
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Jed - Actually, the Sheraton is 4* on PL Midtown West. But I didn't realize that when I was at the Westin, and honestly thought it was listed as 3*. Good that neither the receptionist or the manager went to biddingfortravel.com and showed me that I was wrong. 
